Maintain a register of approved firm facts

The operational decision

Give staff a traceable basis for each public service or contact answer. An intake assistant needs a controlled set of firm facts and instructions. Old practice descriptions, informal staff comments and draft policies should not compete with the current approved script.

Prepare the workflow

Assign a source and owner to practice descriptions, office details and consultation policies; separate facts from informal suggestions.

Example wording for approval

“This example service description comes from the approved firm directory. Any change to its scope needs the responsible reviewer's approval before publication.”

Worked example

A fictional knowledge file includes consultation policy copied from a year-old campaign, while the current public page uses different wording. Assign a fact owner, resolve the discrepancy and link the accepted answer to the current approved source. Search for copies so the old statement cannot surface from another document. The register's value is traceability: staff should be able to explain why a particular answer is current without searching private matter files or relying on whoever last edited the prompt.

Handoff record

Record these task-specific fields: fact identifier, approved source, owner, review date.

Acceptance check

Select a random answer and trace it to a current source. A draft sales message or an unattributed note should not serve as final approval.

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